No Infiniti maintenance plans honored in Richmond, VA

[Mudgen]

I was considering buying an Infiniti Elite Maintenance Plan for my new G37x, but when I checked with Pearson Infiniti here, they said that they not only do not offer the plans, but do not honor them when purchased elsewhere. They told me that they'd had several customers who had bought the plans elsewhere and then been turned away by them when they tried to use them.

I thought that posting this might help keep someone from making a mistake, and also put folks on notice that if they're traveling and have such a plan, Richmond is not the place to stop for covered service. Next closest dealer is Passport in Alexandria, so I'll probably be using an independent garage for most service.

I'm talking about the maintenance plans only. I think all dealers are required to honor the extended protection plans, which are warranties and a very different deal.

[zozoka1212]

I thought it is going thru Infiniti corporate so they have to honor it. It would worth to call Infiniti NA and ask.

[Mudgen]

I thought it is going thru Infiniti corporate so they have to honor it. It would worth to call Infiniti NA and ask.

Yes, Zozo, one would think that. Which is why I posted about it, to keep anyone from making an expensive assumption. I did confirm it with Infiniti Consumer Affairs. They said that participation was up to the dealer and that "a majority" of dealers participated. The CA rep agreed with my characterization that getting service in a particular location was "hit or miss".

To me, that's not a corporate program, it's a dealer local program with limited reciprocity. I encourage anyone who knows of other dealers who do not honor the Infiniti maintenance plans to post about it and to write a dealer review on Edmunds (and elsewhere) calling that fact out. That may help us to understand the extent of the actual plan coverage, and might influence the holdouts to participate if they find themselves wearing their nonparticipation like a badge on their chests.

[RichardnVA]

Mudgen,
I'm not surprised. I got my 2010 G37x from Pearson as well.
Just last week I took it in for my 15k scheduled service.
When I came to pick up the car they wanted $399!
Oil and filter change, plus new wiper blades!

They must be hurting for cash, so I'm not surprised at the response to your question.
It's interesting that they don't sell the maintenance plans, that would bring in more cash...
I understand their reluctance to honor plans from other dealers.

Overall, I've been pleased with the service at Pearson, this was my first negative experience.
Be prepared when you bring yours in for service, ask exactly what they plan on doing and tell them to ask you before they replace any wear items.
They replace perfectly good wiper blades without asking. Not a huge deal at $20 for the parts, but it adds to the total labor charge.
I've never had a dealer replace wear items without asking.

Good luck!

[Mudgen]

I understand their reluctance to honor plans from other dealers.

Thanks for the feedback, Richard. I've had experience with them in the past, had a Q45 in the nineties. Never got raped, but I always asked questions first.

The point about the plans is that they're not really from other dealers, they are Infiniti Maintenance Plans. If you participate as a dealer, you must honor them no matter who sold them. Pearson chooses not to participate, which appears to be their option. I think Infiniti should do away with the opt-out.

[audtatious]

You can always use another Infiniti dealership if you cross paths with one in your daily travels. I have used both the local dealership and one in another city (where I purchased the car).

[Mudgen]

Thanks, Aud. Pearson pretty much owns central VA. Closest dealer to the north is 75 miles, straight into DC beltway traffic. East is about 100 miles, south about 220, and if you head west you have about 400 miles on your hands.

[audtatious]

Gotcha....The other one I use is about 140 miles away but I only use it when I have to and I'm in that area on business.

[Mudgen]

The sad thing about all of this is that I wanted to prepay the maintenance so I could cry once and then pretty much just take it to the dealer for everything without thinking about the cost. But this situation will turn me to using a trusted independent, and perhaps even going back to changing my own oil, something I've not done in years.

What good does it do a business to maximize profit margin at the expense of reducing the revenue stream to almost zilch?

[Mudgen]

After they decided to do it, in May, it took them 3 months to get enrolled and get my car enrolled, but I'm now Pearson's one and as of Tuesday only Infiniti Elite Maintenance Plan customer.

[audtatious]

Good deal. Hope it works out for them.

[Mudgen]

^Me too. They are very not excited about it; the business manager indicated that they will not be trying to sell it. I think that over time it will be a means of closing sales for them, though.

I got a great deal, must have been their cost, since they were $200 under the lady from Arizona. I think the new GM told the business manager to make sure they got me enrolled after they went to the trouble of joining the program. I had bought a Q45 from them in the '90's and not been seen since, but they know I turn cars over in 3 years.

[audtatious]

Sounds like a dealer who wants your business. Obviously they saw something else within the program which would either make them some additional money or allow for additional business or they never would have done it. Warranty work probably does not pay as well as direct work but it's better than no work.